Supervisor

Firstsource; United States; On-site; USD 42,000 - 54,000; Full time

Job summary

Firstsource is seeking a Supervisor (Team Leader) in Louisville to oversee a customer service team within the BPO/KPO/Call Centre sector. The role focuses on coordinating daily operations, training, and driving performance to meet organizational goals.

You will motivate a diverse team, monitor performance, and implement improvements while ensuring adherence to policies and industry standards. This is a hands-on leadership position in a fast-paced call centre environment.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 3 years of experience in a supervisory role in the BPO/KPO/Call Centre industry.
• Demonstrated ability to lead teams and manage multiple tasks simultaneously.
• Strong problem-solving skills and a customer-focused mindset.

Responsibilities

• Lead and manage a team of customer service representatives, ensuring adherence to company policies and procedures.
• Coordinate daily operations, including task assignments, performance monitoring, and workflow management.
• Implement training programs to enhance team skills and knowledge, fostering a culture of continuous improvement.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Resolve escalated customer issues and ensure timely and effective solutions are provided.
• Analyze team performance metrics and develop strategies to improve efficiency and productivity.
• Collaborate with other departments to align team goals with organizational objectives.
• Prepare and present reports on team performance and operational challenges to upper management.
• Ensure compliance with industry regulations and company standards.

Skills

Supervisory leadership

Coaching and motivation

Data-driven decision making

Performance management

Communication and interpersonal skills

Education

Bachelor's degree in Business Administration/Management

Job description

Job Title: Supervisor (Team Leader)

Location: Louisville, Louisville (Lateral)

Job Summary:

We are seeking a dedicated and experienced Supervisor (Team Leader) to oversee our operations in the BPO/KPO/Call Centre/Business Process Management industry. The ideal candidate will possess strong Supervisory Coordination and Task Execution skills, ensuring that team objectives are met efficiently and effectively. This role requires a proactive leader who can motivate and guide team members while maintaining high standards of service delivery.

Responsibilities:

• Lead and manage a team of customer service representatives, ensuring adherence to company policies and procedures.
• Coordinate daily operations, including task assignments, performance monitoring, and workflow management.
• Implement training programs to enhance team skills and knowledge, fostering a culture of continuous improvement.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Resolve escalated customer issues and ensure timely and effective solutions are provided.
• Analyze team performance metrics and develop strategies to improve efficiency and productivity.
• Collaborate with other departments to align team goals with organizational objectives.
• Prepare and present reports on team performance and operational challenges to upper management.
• Ensure compliance with industry regulations and company standards.

Mandatory Skills:

• Proven experience in a supervisory role within the BPO/KPO/Call Centre industry.
• Strong knowledge of Supervisory Coordination and Task Execution principles.
• Excellent communication and interpersonal skills, with the ability to motivate and lead a diverse team.
• Ability to analyze data and make informed decisions to drive team performance.
• Proficient in using performance management tools and software.

Preferred Skills:

• Experience with process improvement methodologies such as Six Sigma or Lean.
• Familiarity with customer relationship management (CRM) systems.
• Knowledge of workforce management tools and techniques.
• Ability to adapt to changing business needs and work in a fast-paced environment.

Qualifications:

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 3 years of experience in a supervisory role in the BPO/KPO/Call Centre industry.
• Demonstrated ability to lead teams and manage multiple tasks simultaneously.
• Strong problem-solving skills and a customer-focused mindset.

If you are a results-driven leader with a passion for excellence in service delivery, we invite you to apply for the Supervisor (Team Leader) position. Join our team and contribute to our mission of providing outstanding customer experiences.